Reputation Management: Effectively Handling Positive and Negative Customer Reviews, Comments, and Feedback

This week in MMC5006, Introduction to Multimedia Communications, we are focusing primarily on reputation management, specifically with regards to social media.  For this week’s post, I am hypothetically taking on the role of a Social Media Manager handling public relations within the hospitality industry.  My task is to effectively respond to sample customer reviews, comments, and feedback.

Please be advised that what follows is for educational purposes only, and that these are sample posts designed to meet the requirements of the class assignment.

 

Hilton Fort Lauderdale Marina: Sample Customer Review and PR Response

Hilton Fort Lauderdale Marina, Florida (Photo Courtesy of Hilton Hotels and Resorts)

Hilton Fort Lauderdale Marina, Florida (Photo Courtesy of Hilton Hotels and Resorts)

 

Sample Negative Customer Review for The Hilton Fort Lauderdale Marina

Sample Negative Customer Review for The Hilton Fort Lauderdale Marinaout your

 

Dear LUV2TRAVELWITHHUBBY,

We are very sorry to hear about your unpleasant experience while staying with us during your 10 Year Class Reunion.  We understand how much you must have been looking forward to your trip, and we can’t thank you enough for choosing The Hilton Fort Lauderdale Marina for such an important occasion!  We sincerely regret that you encountered unsatisfactory conditions during your time with us.  Please know that we have forwarded your concerns onto the proper departments for further review and attention.

As a global leader in hospitality, we take our visitors’ satisfaction very seriously.  Therefore we genuinely appreciate your feedback because it lets us know how we can improve for the future.  We pride ourselves on the contemporary, smart design of our resorts and strive to maintain the cleanliness of our facilities, including rooms and suites as well as the extra amenities such as the walking and jogging tracks, fitness center, and pool.  We do our best to ensure promptness in room service and housekeeping as well as laundry, valet, and florist services.  We know that quality in all of these areas ensures an enjoyable stay for our guests.

Patio at the Hilton Fort Lauderdale Mariana (Photo Courtesy of Hilton Hotels and Resorts)

Patio at the Hilton Fort Lauderdale Mariana (Photo Courtesy of Hilton Hotels and Resorts)

 

Since it seems that your experience was not consistent with our typical standard of excellence here at The Hilton Fort Lauderdale Marina, I ask that you please contact me directly at the phone number below so that I may further assist you in this matter.  We would like to ensure that you do not wait another ten years to visit us again!

Pool at the Hilton Fort Lauderdale Marina (Photo Courtesy of Hilton Hotels and Resorts)

Pool at the Hilton Fort Lauderdale Marina (Photo Courtesy of Hilton Hotels and Resorts)

 

I look forward to speaking with you.

Kind Regards,

 

Angela Cook

Social Media Manager, Public Relations

Hilton Fort Lauderdale Marina

Phone: _______________

 

(Note:  When speaking personally with the customer, I would reiterate points from my post.  I would offer apologies again and ensure her that her experiences were not consistent with what we strive to create for each of our special guests.  If her outlook on the company and her experience were not changed by that point, I would offer her a discount on her next stay or, if permissible, a free night’s stay at a Hilton Hotel location of her choice.  Of course, I would work within company guidelines and policies regarding compensations offered to the guest.)

 

 

Hyatt Regency Orlando: Sample Customer Review and PR Response

Exterior of The Hyatt Regency Orlando (Photo Courtesy of Hyatt Regency Orlando)

Exterior of The Hyatt Regency Orlando (Photo Courtesy of Hyatt Regency Orlando)

 

Sample Customer Review of the Hyatt Regency Orlando

Sample Customer Review of the Hyatt Regency Orlando

 

Dear Travelwith3kiddos,

On behalf of the Hyatt Regency Orlando, I would like to sincerely thank you for choosing to stay with us during both your personal and business travels.  Our convenient location on International Drive with easy access to theme parks and attractions as well as our on-site convention centers and meeting rooms do make us a sensible choice for family fun and professional endeavors.

Hyatt Regency Orlando (Photo Courtesy of Hyatt Regency)

Hyatt Regency Orlando (Photo Courtesy of Hyatt Regency)

 

We are happy to hear that your family enjoyed splashing around in our large and luxurious pool, but that’s not all the entertainment we have to offer!  Here at the Hyatt Regency Orlando there is lots to do from games, to arts and crafts, contests, and even scavenger hunts!  Please be sure to check out our complete list of fun Activities for All Ages to ensure plenty of laughter and excitement for the kiddos next time you visit.

Pool at Hyatt Regency Orlando (Photo Courtesy of Hyatt Regency)

Pool at Hyatt Regency Orlando (Photo Courtesy of Hyatt Regency)

 

I am sorry to learn that you were unhappy with your rental car rate.  May I suggest for your next stay with us that you consider our Park and Ride Package in which you can conveniently combine your guest room and rental car with the ease of either airport or hotel pick-up and drop-off?  This should save you some time and money so that you have more of both to enjoy with the family or to take care of business!

Thank you again for staying with us and sharing your positive feedback as it lets us know that the hard work and efforts we pour into pampering our valued guests truly creates the luxurious experience we wish for them to have.  Also, we deeply appreciate you recommending us to others.  That is, by far, the highest compliment we can hope to receive!

If I can ever be of further assistance to you in any way, please feel free to contact me using the information below.

 

Until Next Time, Best Wishes!

 

Angela Cook

Social Media Manager, Public Relations

Hyatt Regency Orlando

Phone: ____________

Email: ____________

 

 

 

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